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scougs's avatar
scougs
Explorer | Level 3
10 months ago

Paying for a dropbox plus account but account has changed to basic

I am paying for a dropbox plus account via the App Store but my account is showing as Basic and I am now out of space.  When I try to upgrade I prevents me as I am paying for another dropbox account ...
Billing
Payments
Plans
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff

Hi scougs, thanks for bringing this to our attention.

 

Are you certain that this is the same email address as the one with the paid plan?

 

Can you check on the mobile app and site to see if the account is upgraded? Do you see any payments on this page?

 

This will help me to assist further!

scougs's avatar
scougs
Explorer | Level 3
10 months ago

Hi Jay

 

Definitely the same mail address

same problem with the mobile app but dropbox is on my mobile with this mail address under subscriptions.  Please see attached screenshot

 

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    10 months ago

    Do you see any confirmed payments (with an invoice and receipt) on this page on your account?

    • scougs's avatar
      scougs
      Explorer | Level 3
      10 months ago

      yes.  this is an active subscription that has been in place for years - next payment is due on Feb 7th

      • Walter's avatar
        Walter
        Icon for Dropbox Staff rankDropbox Staff
        10 months ago

        Hey scougs - sorry to jump in here, but have you tried restoring your purchases since you first noticed this? 

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